Director of Client Success

Director of Client Success

Location: Arlington, VA
Schedule:
Full-time
Travel: Occasional Travel possible

Position Summary

At Higher Logic, our Client Success team is responsible for making sure that our clients derive as much value as possible out of their relationship with us. We measure and drive results and are vigilant stewards of client satisfaction. We need a Director of Client Success to assist in the growth of our Client Success team. The Director will help us establish a cadence for proactive engagement throughout the client journey to ensure the delivery of expected results, accelerate our implementation and support speed, design and launch new professional services and that address key client challenges, and foster alignment between Client Success and other departments.

Key Responsibilities

  • Oversee Client Success Managers who are responsible for a portfolio of client accounts to ensure client retention and expansion goals are achieved
  • Foster Sales Alignment between Client Success and Biz Dev Managers (upsell reps) to more efficiently and rapidly identify and pursue expansion opportunities
  • Implement a Client Success Management Platform to monitor and measure our portfolio and automate our lifecycle
  • Design and deploy client segmentation across the organization to better tailor our service levels to align with varying client needs
  • Stay up to date on engagement best practices, including incorporating community into organization programming, communications strategy, annual conferences and events, to help clients position their use of the Higher Logic platform for success
  • Work with Client Success Managers to identify client educational needs that will best facilitate healthy adoption of the Higher Logic platform
  • Become an expert on Higher Logic’s product and consistently brainstorm how it can be used to further the mission of our clients
  • Reinforce a healthy culture: Client-Centric, Results-Oriented, Team-Powered

Qualifications/Requirements

  • You innately understand that putting client results first drives exceptional business results
  • 8+ years of experience in client success and/or account management
  • You have experience managing a team while being responsible for multiple projects with competing deadlines
  • You have excellent leadership and communication skills
  • You have a patient, methodical, and diligent approach to understanding client challenges
  • Strong teamwork and collaboration skills
  • Outstanding oral and written communication skills, including the ability to communicate technical concepts to non-technical individuals
  • Ability to multi-task and meet time-sensitive goals
  • Bachelor’s degree required

Please email your resume with cover letter including salary requirements to recruiter@higherlogic.com and indicate in the email subject line that you are applying for the Director of Client Success position.